What's missing isn't a system failure ie. management training. It's staff who have a "what's the point" attitude because they can't see the benefits of their work in real terms. Thus staff act accordingly to their work. They might now view it as an avocation not a pioneering approach to their employment as once it was.

Therefore any solutions for accountability have to mean something in a profound way (not necessarily money/training) to get them to be motivated.

Sometimes its better to re-write the script and/or make a blueprint instead. If there was accountability to customer care you wouldn't need a union to function in any organisation. It is a mentality of "them versus us" which cause the problems of any company. If you chose an occupation that you enjoyed then you wouldn't worry about joining a union.

The way I see it if you need a union in every occupation to work efficiently and effectively then why are you there? If you have a vocation then do you need to give it the name "Union" if you weren't together in the beginning for the common pursuit of customer services?

Lastly, the story of Mary Seacole of the Crimean War in 1856 illustrates the example of a true vocation of service that goes beyond the self-interest of belonging to a Union for the wrong reasons. Her establishment was known as the British Hotel. And Mary Seacole assisted soldiers of war including the French and Russian as well.

This letter after the war appeared in the Times Newspaper:

"....Have a few months erased from their memories those many acts of comforting kindness which made the name of the old mother venerated throughout the camp? While the benevolent deeds of Florence Nightingale are being handed down to posterity, are the humbler actions of Mrs Seacole to be entirely forgotten, and will none now testify to the worth of those services of the late mistress of Spring Hill....."